Global Maintenance Support

Run at Peak Performance. Achieve Success.

Welcome former ITEDO Product maintenance support customers! Please review the Maintenance Support home page to learn all about support from PTC. The ITEDO Integration update page will provide even more specific transition information for you.

In choosing PTC software solutions, you're well on your way to optimizing performance and gaining a competitive edge. But working with the world's best product development/content management tools and services are just part of the roadmap to success. There is another equally essential element - a comprehensive maintenance support program.

PTC Global Maintenance Support provides you with the Team, Technology & Tools to enhance and sustain your software investment.

Team

Improve your efficiency with fast answers to your technical and software usage questions from PTC Technical Phone Support - 24 hours a day, 5 days a week, in multiple languages. The technical support team of over 200 ISO 9000-certified engineers, utilizing one worldwide database, offers timely and accurate resolution of your issues.

Technology

Maximize your software investment with maintenance and new releases developed with PTC's quality commitment to CMMI. Accelerate your performance by staying current with the latest releases of your software and taking advantage of new features and functions developed to help you be more productive.

Tools

Enhance your productivity with online Technical Support, Web-based "Tips & Techniques" sessions, and administrative tools - all from your own desk. Exclusively for active maintenance customers, you'll find the answers you need in our 25,000 document knowledgebase, sharpen your skills with live and recorded software productivity sessions, and manage your PTC environment with reporting and analysis tools.

Learn More

Active Maintenance Customers
Orientation Presentations will help you leverage Support to maximize your software investment.

Live and Recorded presentations provide detailed instructions for accessing, utilizing and benefiting from the Maintenance Support program.

Global Maintenance Support Packages

Maintenance Support is offered in Gold - our standard level - and Enterprise with additional Premium Support Options available.

Gold Support Package Features:

• 24 hour x 5 day Telephone Support (M - F)
• 2 hour response times (1 hour for Windchill products)
• Software fixes and automatic shipments of new releases
• Anytime access to web based support, learning tools, knowledge database
• Eligibility for discounted software upgrade packages
• Customer Configuration Profile Database
• Access to "Live" & recorded interactive Web Sessions

Enterprise Support Package Features:

• 24 x 7 Telephone Support with 1 hour response time
• Priority shipment of new version releases
• Technical Support Account Manager (included for strategic accounts with over $500K maintenance per year)
Software Upgrade Installation Management (Pro/ENGINEER products only)

Premium Support Options:

• Dedicated Technical Support Engineer
• Technical Support Account Manager
• Weekend Support
• Software Upgrade Installation Management (Pro/ENGINEER products only)

* PTC Maintenance Support Policies and Disclaimers.

Read more detailed descriptions of PTC's Global Maintenance Support Packages features (pdf).

To Purchase or Learn More About PTC Support

North America:

Toll Free: 877-ASK-4-PTC

Local: 781-370-5408

Europe:

00-800-PTC-4-HELP (00-800-782-4-4357)

Japan:

81-3-3346-8280

Pacific Rim:

852-2802-8982